Using the Customer Search tool

Along with downloading CSVs in the Report Center, you can search for individual verification records in MySheerID. You typically search for a verification to test your program configuration or to provide consumer support.

Access and user roles

To use the search tool, an account owner or admin must invite you to your company account and assign a base role: Customer Service or Customer Service Limited Access. Supplemental roles offer additional support capabilities, such as downloading consumer documents and resetting redemption limits. Ensure team members testing your program or assisting consumers have the necessary roles.

Role types and features

Role	Role Type	Default Features	Notes
Customer Service	Base	Access to Customer Search tool and full consumer verification history	Base role required for customer service functions
Customer Service Limited Access	Base	Access to Customer Search tool and restricted verification data	Base role that redacts consumer date of birth
Customer Service Specialist	Supplemental	Adds ability to view and download consumer documents in Customer Search	Requires a base Customer Service role to function
Customer Service Manager	Supplemental	Ability to view and download consumer documents; adds upload to auto-approve documents, consumer PII purge, and ability to reset redemption limits	Highest support access level; requires a base Customer Service role to function

Management actions

Customer Service Managers have expanded actionable features in Customer Search:

• Overrides: Agents can override non-accepted requests, such as rejected, expired, or pending statuses, by uploading a document. This instantly sets the status to Accepted.
• Purge PII: Agents with the Customer Service Manager role can permanently remove PII (name, email, date of birth) for GDPR compliance. This action cannot be reversed and does not affect external CRM systems.
• Reset person limit: Agents can reset a consumer's redemption limit so they can re-apply. Use this feature with caution.
• Notifiers: Systems send email or SMS notifications based on verification state. Delivery failures may occur due to typos or spam filters. Agents can resend the most recent email notifications.

Document retention

When a consumer is approved through document review, Customer Service Specialists and Managers can access that document on an individual basis until SheerID permanently deletes it. Standard retention ends 7 days after verification starts, when the verification expires. Custom program configurations may alter this retention period.

Searching and viewing verifications

You can search by name, email address, phone number, or verification ID. Searching by email address is recommended because it is unique.

To view search options and history:

• Test Mode toggle: Use the Test Mode toggle in the search bar to find verifications created during testing
• Filters: Filter by Program Name, Account Name, Affiliation, Type, and Submitted Date
• Verification details: Expand a result to reveal full history, metadata form inputs, verification method used, and notifier logs. Use the provided reference URL to view where a customer stopped or to upload documents directly

Steps to look up a verification

1. Log in to MySheerID as a user with a Customer Service role
2. Click Search in the left navigation panel
3. Enter the consumer's search details. SheerID recommends using the email address submitted on the verification form
4. Select the search result you want to review
5. Click the arrow in the upper right to expand the details

Steps to approve a verification

Customer Service Managers can upload a document to approve a verification request manually. Any uploaded file will immediately set the verification request status to Approved without going through standard document review.

To approve a request:

1. Select a file for upload, typically proof of eligibility provided by the consumer
2. Click Submit
3. Confirm the status changes to Approved. Triggered emails or webhooks will send automatically based on your program setup

If your team prefers not to handle sensitive personal data, agents may upload a designated generic file to approve the request.

Resetting the redemption limit

Redemption limits prevent consumers from abusing offers by blocking additional attempts once a limit is reached. Resetting the limit allows a blocked consumer to try verifying again. This action is restricted to Customer Service Managers.

To reset the redemption limit:

1. Click Reset under Reset Person Limits
2. Confirm the system displays a success message
3. Direct the consumer to return to your offer page and complete the verification form again

Data purge and privacy compliance

Agents with the Customer Service Manager role can permanently delete a consumer's PII to meet privacy compliance standards like GDPR. Purging removes the first name, last name, email address, and date of birth from the SheerID search tool. It does not delete data stored in your internal CRM or external databases.

Detailed instructions on how to purge PII can be found here.

Support assistance

If you need further assistance or have questions regarding your program configuration, the SheerID Product Support team is available to help as part of an escalation workflow.

We have compiled best practices for SheerID program support, and you can find additional resources in the Center of Excellence in the left navigation bar.